TPS Client Service Manager

Application Deadline:

05/29/2025

Address:

320 S Canal Street

Job Family Group:

Commercial Sales & Service

Provides exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients.

• Fosters a culture aligned to BMO purpose, values and strategy and role models BMO values and behaviours in all that they do.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to BMO's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
• Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
• Attracts, retains, and enables the career development of top talent.
• Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
• Leads and executes business development plans to that business goals are achieved or exceeded.
• Provides overall leadership and strategic direction to team; sets context, direction, accountabilities, tasks and assignments.
• Develops solutions for customer specific issues by engaging multiple internal stakeholders.
• Participates on client calls as required.
• Addresses customer services issues according to established parameters, escalating as required.
• Influences and negotiates to achieve business objectives.
• Recommends and implements solutions based on analysis of issues and implications for the business.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Analyzes and interprets service problems to identify root causes and makes recommendations.
• Acts as the prime subject matter expert for internal/external stakeholders.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participates in audit and customer issues resolution, correct irregularities escalate as per established procedures.
• Sets performance standards and monitor and actively manage service staff performance.
• Manages databases and provides support for analysis, forecasting and/or data visualization, ensuring adherence with data governance standards.
• Participate in product introduction and change management activity as key client facing, line representative.
• Leads change management activities related to products and services and compliance/regulatory matters.
• Creates policies and procedures for Commercial Bank to ensure quality client service and product delivery while protecting the Banks’ interests and managing risk.
• Develops and administers training programs.
• Documents all standard procedures and processes; and communicate new processes to service and sales staff.
• Provides coverage or back-up support for areas with staff shortage.
• Collaborates with managers to develop and implement processes and procedures to meet client expectations and ensure consistency across the Commercial Bank segments.
• Actively listens to clients' concerns and diagnoses clients’ service needs.
• Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.
• Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
• Accurately documents client requests using the group’s tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Tracks collection of client service fees
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes work to deliver timely, accurate, and efficient service.
• Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.